HEX Lead Customer Experience Planner

The Lead Customer Experience Planner will be essential to the Sales and Service Ambassador (SSA) team, dynamically deployed based on passenger demand at Heathrow and Paddington station. The SSAs ensure optimal staff presence for personalized services, maximizing service and sales opportunities.

This role oversees day-to-day operations, focusing on day 3 and longer-term plans such as roster and recruitment strategies, while Resource Planners handle immediate deployments. They must ensure compliance with HR and regulatory requirements and proactively plan rosters and recruitment.

As part of the Customer Experience Leadership team and the extended leadership team (ELT), the Lead Customer Experience Planner will manage key performance indicators and report them monthly. They will lead the team in adapting to demand changes and work closely with leadership to strategically deploy personnel.

Operating with autonomy, the ideal candidate will make beneficial decisions quickly, maintain an enthusiastic and flexible approach, and thrive in a fast-paced environment.

• Planning, management and publication of rosters for the relevant people within the Customer Experience team, including but not limited to SSA’s, Technology Experience Ambassadors, Customer Experience Supervisors (CES) and Customer Experience Managers (CEMs) and those colleagues covering the social media roster - liaising with the customer relations manager and duty leadership to ensure they are aware of who is covering social media.
• Processing requests for shift changes, additional hours, annual leave and similar dependant on individual and business needs, including the release of people to attend training and meetings for example.
• Owning the attendance and punctuality tracker, ensuring that individual reports can be published daily. Responsible for providing necessary cover when absences occur.
• Managing the team of people planners, who will cover 7 days a week.
• Owning the events calendar; proactive planning for events, including any additional and special people requirements, working closely with the rest of the leadership team in planning and getting prepared for topical events happening throughout the year.
• Leading the recruitment strategy and work closely with the training leadership team to ensure plans are in place for induction, refresher and any ad-hoc training or off-line requirements are met whilst not impacting on the operational needs.
• Preparing and reporting of key KPI’s at management meetings including individual and location performance.
• Owning uniform allocation, car parking, stationary, ID’s, ATOC cards and similar equipment the team need to fulfil their duties.
• Ensuring any agreements with the TU are implemented, flagging any concerns or issues that need to be addressed at monthly TU meetings. Supporting the Senior Customer Experience Manager.

• Experience in managing rosters.
• Experience working within a fast paced, colleague facing service environment.
• Genuine desire to want to help and support colleagues, offering the highest levels of care on a consistent basis.
• Ability to use all office-based programmes including outlook, word, PowerPoint and Excel.
• Ability to use planning systems and tools.
• Self-motivated, organized and proactive.
• Methodical, analytical and have excellent communication skills
• Ability to problem solve and think creatively within the requirements.

Ideally you will have:-

• Experience in working with Trade Unions.
• Experience in creating and managing rostering systems.
• Experience in leading a recruitment strategy.
• Experience in raising purchase orders (PO).

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